02:01 UTC | 19:01 PT
We can now confirm the translation issues have been fully resolved. Postmortem to follow.
01:36 UTC | 18:36 PT
We are now seeing improvements. Please refresh your browser. We are continuing to monitor.
01:04 UTC | 18:04 PT
We are currently seeing translation issues for pod6 customers with their language set to English. Currently investigating.
Customers reported missing translation strings in the Zendesk Support interface. Our translation service could not find translations for US English language due to a caching issues that caused empty translations to be cached locally. When this happens, it returns ‘missing translation’ strings in the api response and agent interface. To fix the issue we had to clear the translation service cache and redeploy the service. In order to prevent this from happening again in the future, we will have automatic retry and recovery mechanisms, alerts, and a runbook when the translation service is returning empty results.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.